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Customer Operations Executive (Spanish speaker - US Loans)

About Lendable

Lendable is on a mission to make consumer finance amazing: faster, cheaper, and friendlier. We're building one of the world’s leading fintech companies and are off to a strong start:

  • One of the UK’s newest unicorns with a team of just over 500 people

  • Among the fastest-growing tech companies in the UK

  • Profitable since 2017

  • Backed by top investors including Balderton Capital and Goldman Sachs

  • Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.

We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.

Join us if you want to

  1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1

  2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo

  3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting

About the role

At Lendable, we're on a mission to brighten the financial futures of millions of Americans. Since launching our U.S. Loan product in 2022, we’ve been reshaping consumer credit by blending exceptional talent with cutting-edge technology.

We're looking for individuals who are fluent in Spanish, confident, motivated, and persuasive communicators - who thrive on helping customers achieve financial stability. As part of this exciting new chapter, you’ll play a key role in defining and managing critical operation processes from start to finish, making a real impact every day. We’re a dynamic and high-growth team, and we’re looking for an individual who can evolve and expand with us. 

In this dynamic role, you’ll connect principally with new customers, ensuring their experience is seamless and positive, and driving business growth. If you’re a natural problem-solver with a calm, can-do attitude and a friendly approach, we’d love to hear from you.

This role offers flexibility within a structured schedule, making it a great fit for someone who thrives in a hybrid environment with global operations.

  • Salary Range: £30K–£39K (includes an allowance for unsociable hours). 

  • Working Hours: Rotating weekly shifts to align with US operating hours with :

    • Shift 1: 12:00 pm to 9:00 pm UK time (4 weekdays + Saturday).

    • Shift 2: 5:00 pm to 2:00 am UK time (4 weekdays), plus 12:00 pm to 9:00 pm UK time on Saturday
      The candidate will have Sunday off, along with one weekday which they can select on a biweekly basis.

  • Hybrid Working Environment:

    • Shift 1: Option to work remotely on Mondays, Fridays and Saturdays.

    • Shift 2: Fully remote.

  • Holidays: You will receive 25 days annual leave plus 8 days (A selection of US holidays + Christmas day guaranteed).

  • Training: Training will be 3 weeks long and held in our London office. The training times will be 12 pm - 9 pm Monday - Friday UK time.

Your Profile

  • At least 2 years in any industry in a customer-facing role, with a track record of connecting with and helping others.

  • Fluency in Spanish is a must

  • You’re curious, quick to assess situations, and skilled at finding effective solutions.

  • Excellent written and verbal communication skills, active listening and rapport-building abilities.

  • You handle conflict gracefully, recover quickly from challenging interactions, and maintain composure.

  • Comfortable with technology and quick to learn new software.

  • Open to feedback, eager to improve, and adaptable to change in a fast-paced environment.

  • Enjoy solving problems independently, multitasking, and improving processes.

What You’ll Be Doing

  • Interacting directly with applicants via phone, email, and chat to answer questions and resolve issues with care and efficiency (and to the highest standard).

  • Supporting our applicants to complete their loan applications and receive the funds in their bank account as efficiently as possible.

  • Verifying the information our loan applicants provide during the application process to ensure we are lending responsibly in line with our policies and procedures. 

  • Ensuring every interaction reflects our commitment to putting customers first and customer demand is met when it comes to query resolution.

  • Coordinating across internal teams and external partners to drive the success of the US Loans program. 

  • Suggesting improvements to processes or product features to drive growth and efficiency, and sharing customer feedback with our product team.

  • Delivering meaningful and tailored responses to customers, assessed against Lendable's quality assurance scorecard

  • Escalating risks or potential risks which may negatively impact good customer outcomes.

  • Identifying and recording customer dissatisfaction against Lendables processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.

  • Meeting defined individual and team performance targets to ensure delivery of key business and department objectives.

Nice to have :) 

  • University degree

  • Previous experience in financial services or consumer lending environments.

  • Familiarity with US-based work environments and customer expectations.

Interview process

  • Application and completion of application questions

  • An intro call with a member of the Talent Team

  • Role-specific interview

  • Final stage interview with the head of department

Life at Lendable

  • The opportunity to scale up one of the world’s most successful fintech companies.

  • Best-in-class compensation, including equity.

  • You can work from home every Monday and Friday if you wish - on the other days, we all come together IRL to be together, build and exchange ideas.

  • Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.

  • We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance

  • We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London

Check out our blog!

Average salary estimate

$39000 / YEARLY (est.)
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$39000K
$39000K

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What You Should Know About Customer Operations Executive (Spanish speaker - US Loans), Lendable

Are you ready to make a meaningful impact in the financial world? Lendable is seeking a dynamic Customer Operations Executive who speaks Spanish fluently to join our team in London, focusing on US Loans. Our mission is to revolutionize consumer finance, making it faster, cheaper, and friendlier for our customers. You'll have the chance to interact with applicants, guiding them through the loan application process and ensuring their experience is seamless and positive. This role requires you to be a natural problem-solver with a friendly demeanor, as you will be the face of our support team while driving business growth. With at least two years of experience in a customer-facing role, you'll apply your skills in a fast-paced environment where your input genuinely matters. At Lendable, you'll work closely with a small, amazing team, leveraging cutting-edge technology and smart solutions to improve processes and offerings. Plus, we offer a flexible working environment, allowing you to balance work and life effectively. Sounds exciting? Join us and help shape a brighter financial future for millions of Americans!

Frequently Asked Questions (FAQs) for Customer Operations Executive (Spanish speaker - US Loans) Role at Lendable
What responsibilities come with the Customer Operations Executive position at Lendable?

As a Customer Operations Executive at Lendable, your role entails interacting with loan applicants through various channels including phone, email, and chat. You'll assist them in completing their loan applications swiftly and efficiently, while maintaining our commitment to customer satisfaction. You'll also verify applicant information to ensure responsible lending and coordinate with both internal teams and external partners to enhance our US Loans program.

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What qualifications are necessary for the Customer Operations Executive role at Lendable?

To qualify for the Customer Operations Executive role at Lendable, candidates must possess at least two years of experience in a customer-facing position, showcasing strong communication and problem-solving skills. Fluency in Spanish is essential, along with the ability to learn new technologies quickly and handle diverse customer interactions gracefully.

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What is the working environment like for the Customer Operations Executive at Lendable?

At Lendable, the working environment for the Customer Operations Executive is hybrid and flexible. Depending on your shift, you can work remotely from home on certain days, fostering a great work-life balance. With a focus on collaboration and teamwork, you’ll enjoy coming into the office and connecting with your colleagues while also having the option to work from the comfort of your home.

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How does Lendable support the development of the Customer Operations Executive?

Lendable places a strong emphasis on training and development for its employees. As a Customer Operations Executive, you will undergo a comprehensive three-week training program in our London office, covering all essential aspects of the role and our systems. We also encourage an open feedback culture to help you grow continuously in your position and adapt to the fast-paced fintech environment.

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What are the career advancement opportunities available for a Customer Operations Executive at Lendable?

Career advancement opportunities for a Customer Operations Executive at Lendable are abundant as we continue to grow and evolve. Exceptional performers will have the chance to take on more challenges and responsibilities, potentially leading to leadership roles within the customer operations team or other areas of the company, thanks to our commitment to internal promotions and professional growth.

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Common Interview Questions for Customer Operations Executive (Spanish speaker - US Loans)
How do you ensure a positive customer experience?

To ensure a positive customer experience, I focus on active listening and understanding the customer's needs. I remain calm and composed, aiming to guide them through their queries or issues efficiently while maintaining a friendly demeanor, which resonates with Lendable’s customer-first approach.

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Can you describe a challenging situation you handled successfully in a customer-facing role?

In a previous role, I encountered a customer who was frustrated due to a delay in their service. I actively listened to their concerns, empathized with their frustrations, and quickly worked to escalate the issue while keeping them informed. This transparent communication helped regain their trust and resolve the situation satisfactorily.

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What strategies do you use to handle conflict with customers?

I approach conflict with customers by remaining calm and composed, assessing their concerns without taking them personally. Understanding the issue deeply allows me to propose solutions swiftly and turn a frustrating situation into a positive experience. This proactive approach aligns with Lendable’s mission to prioritize customer satisfaction.

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Why do you want to work at Lendable?

I am drawn to Lendable because of its mission to transform consumer finance in a friendly and efficient manner. I admire the company's growth trajectory and the blend of innovative technology and exceptional talent. I see this as a unique opportunity to contribute to a visionary organization while advancing my career in a dynamic environment.

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How do you prioritize tasks when dealing with multiple customers?

When managing multiple customers, I prioritize tasks based on urgency and complexity. I utilize tools and techniques to ensure that I address the most pressing issues first, while maintaining a consistent workflow. This ensures that all customers receive timely support, aligning with Lendable's performance targets.

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What technologies are you comfortable with that are relevant to this role?

I am adept at using customer relationship management (CRM) systems and various communication tools, which are essential for the Customer Operations Executive role at Lendable. My ability to quickly learn and adapt to new software ensures I can seamlessly integrate into the team's existing processes.

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How would you suggest improvements to existing processes?

I believe in a collaborative approach to suggest improvements. In my previous role, I frequently gathered feedback from customers and team members to identify pain points, then shared potential solutions with management. Engaging with the team at Lendable will allow me to contribute effectively to enhancing operational processes.

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What qualities do you think are essential for success in the Customer Operations Executive role?

Success in the Customer Operations Executive role at Lendable requires strong communication skills, patience, and the ability to empathize with customers. Additionally, being adaptable and resourceful are key qualities that enable you to thrive in a fast-paced, innovative environment.

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Describe how you handle feedback and criticism.

I view feedback and criticism as essential tools for personal and professional growth. When receiving feedback, I make it a point to listen carefully, reflect on it, and implement necessary changes. This openness to improvement aligns with Lendable’s culture of continuous learning.

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What motivates you to succeed in a high-growth environment like Lendable?

I thrive in high-growth environments driven by innovation and collaboration. The fast-paced nature of Lendable motivates me as it presents constant learning opportunities. The chance to contribute meaningfully to a mission that impacts consumer finance deeply resonates with my personal values and professional goals.

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Founded in 2014, Lendable offers loans to consumers by matching them with investors. It aims to make loan applications easier and quicker by using technology to automate credit decisions and give borrowers instant, personalized interest rates. Len...

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Full-time, hybrid
DATE POSTED
March 13, 2025

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